Unsystematic relationships with customers in a competitive environment will bring nothing but losses. Time, money and effort will be wasted.

The customer relationship management system (CRM) allows you to build all stages of work with consumers - from searching for potential customers to the sale itself and the formation of a satisfied customer who recommends you to other potential customers. By automating these processes, the participant will achieve greater results in a shorter period of time, and this is already an increase in income and an increase in the standard of living for both the business owner and his employees.

Company Online-kassa.ru - Federal operator for the sale, connection and maintenance of cash registers, as well as official dealer 1C - has the necessary resources and specialists for CRM business process automation.

Problems solved by CRM business process automation

The modern consumer places increased demands not only on the product or service, but also on the quality of service, that is, competition is moving to the level of service.

To achieve effective sales entrepreneurs need to know their target audience and its needs, current and future.

The client is fed up with offers, so a personal approach to the consumer in the form of individual solutions is required.

High competition in the market and the ease of switching suppliers makes business owners solve the problem of retaining their customers.

It is possible to automate every process at business facilities using modern tools.

CRM automation allows not only to competently regulate business processes, but also to improve them, including competently planning further development.

Results of CRM business process automation

CRM business process automation ensures profit growth and development commercial enterprises by improving the efficiency of the organization:

• The speed of interaction with customers increases, which increases sales and, accordingly, the profit of the company.
• The entire history of relationships with customers is built with control over negotiations and agreements with consumers and contractors.
• A unified structured database of consumers, contractors and even competitors is being formed, and tools for conducting effective marketing activities are emerging.
• getting better electronic document management between departments, services and divisions, synchronizing business processes in the company.
• Managers' time is saved for solving key tasks, the deadlines for the execution of contracts are under constant control.
• The head (owner) of the business in the current period of time and in a single database has management reporting and statistics of turnover and profitability for all departments, services and divisions.

Benefits of CRM business process automation from Online-kassa.ru

By contacting our company for CRM business process automation, you get the following benefits:

• 100% legal security in the preparation of documents from the Federal operator for the sale, connection and maintenance of cash registers.
• Working draft for agreement, revision and approval.
• Automation by individual project or standard solution.
• Dedicated team of experienced engineers and technicians.
• Comprehensive integration from the official partner of 1C and other software manufacturers.

Our proposals for CRM business process automation

Depending on your needs and wishes, you can get a CRM service for automating either a separate business process or the entire business as a whole. In doing so, you can choose:

1. Basic service.
2. Ready applied solution.

Basic service involves the installation, adjustment and commissioning of a single-user CRM program for automating business processes of a commercial enterprise.

Ready applied solution allows you to immediately start working and keep track of customers and sales. You just need to enter information about your company and specify the parameters of the accounting policy. To do this, our experts conduct an initial express audit of your company. Then they develop an individual CRM program for automating business processes to meet the needs of the organization, install it and test it on the company's equipment. After the program is launched into operation, our specialists train users to work with the CRM program for automating business processes.

Customer relationship management (CRM) in 1C: Integrated automation 2 (1C:KA)

Customer relationship management, also known as CRM or Customer Relationship Management, is an integral functional area of ​​modern integrated information system companies.

СRM is a concept of customer relationship management in the conditions of active competition, which is aimed at maximizing the potential of each client and partner in the interests of the company.

CRM involves the regular collection and analysis of information about each client, namely:

• The client's response to business proposal,
• His satisfaction service quality,
• Changing his preferences over time,
• How does he fulfill his obligations?
• What income does the client bring (or could bring) to the company.

To manage customer relationships, the application solution provides the following features:

• regulation of preliminary sales processes that occur before the moment of registration of specific sales documents,
• registration of contacts with a new partner,
• scheduling an event and getting a reminder about it,
• full storage contact information by the counterparty and its employees, the history of interaction with it,
• management of the sales process using the mechanism of business processes (deals with the client),
• analysis of pending and planning of upcoming transactions with buyers and potential clients,
• registration and prompt response to customer complaints,
• analysis and evaluation of the effectiveness of the work of managers with clients.

Deals with clients

In order to solve problems that are associated with improving the quality of the operational work of the sales department, transactions with customers are provided. These transactions allow you to register all stages of working with a client (stages of the sales process), from the moment of registration potential client before shipment of goods to the client (successful completion of the transaction).

The process of conducting transactions is presented in the form of the following diagram.

Each stage of the sale can be clearly controlled by the used business process, manager or not controlled at all. The control of sales stages is determined by the transaction type:

• Sample sale- every stage of the sale is controlled. For example, a manager will not be able to proceed to the stage of generating offers to a client if he has not classified the client, that is, he has not determined terms of sale and, for which the sale of goods to the client will be carried out.

• Transactions with manual transition by stages- there is no strict control over the passage of each stage of the business process. A manager can move from one stage to another by skipping one or another stage.
• Other non-process transactions- transactions with clients without registration of sales stages. They are used to record tasks performed and interactions within long-term projects.

The same company may use different variants of sales processes.

Transactions with a client are a flexible tool of an applied solution, within which such opportunities are provided as:

• view a list of transaction documents,
• register commercial offers,
• register the terms of sale,
• place orders with suppliers,
• draw up a business plan for transactions,
• register interactions.

The results of the transaction with the client are displayed using the corresponding statuses.

Implemented the ability to analyze the number of trades won, lost or in progress.

The method of accounting for transactions is based on an approach to organizing sales, which is called the "sales funnel"; it makes it possible to analyze at what stage the transaction usually loses.

Client interaction

The main purpose of processing and storing information about interaction with a partner is to establish stable external relationships with customers that do not depend on the internal problems of the enterprise.

When working with clients, records are kept of the following interactions:

• Meeting- planning a meeting, reflecting the result of the meeting,
• Planned Interaction- planned interaction with the client,
• Phone call- fixing outgoing and incoming customer calls,
• Email- Maintaining email correspondence with the client.

As part of working with one client, a chain of interactions is registered.

For the interaction participant, you can define text information (view, contact information, etc.) and a link to the contact stored in the application solution.

Contacts in the application solution are partners, contact persons of partners and individuals, users. Contacts can be pre-defined (links are put in the lines of participants containing only textual information) at an arbitrary moment of working with interaction.

Interactions are managed using statuses that capture the relevance of data, cutting off pending or completed interactions.

For the purpose of convenience of working with the client, the user is set as the responsible person in the list of interactions and the grouping is by subject. In this case, all messages in the list of interactions will be grouped according to the chain of those interactions that were issued with the client.

Information on interaction with the client can be used:

• When creating a new contact (partner, contact person, individual),
• When registering customer claims,
• When making transactions with clients,
• When creating a new customer interaction.

You can analyze a list of pending customer interactions.

Registration of new partners

The application solution is endowed with a service that allows you to keep records of partners.

For quick registration of information about new partners (customers, suppliers, competitors, carriers), a universal application solution tool is used - New Partner Registration Assistant. It allows you to log the following data:

• contact information about the client (address, phone, e-mail),
• contact faces,
• information about the legal entity of the client,
• bank account, if known,
• random information.

When registering a new client, the presence of "doubles" of clients is automatically controlled according to the information entered (name, TIN, phone numbers, e-mail addresses, etc.).

You can enter information about a new partner without using the assistant and controlling duplicate information.

The application solution is endowed with a service that provides the ability to automatically fill in the details of the counterparty with the information contained in the Unified State Register of Legal Entities / EGRIP. If the relevant information is available in the Unified State Register of Legal Entities, then the following will be filled in for the legal entity:

• short and full name,
• legal address,
• phones.

To check the correctness of entering the counterparty for TIN and KPP based on the data of the USRN, a web service is provided that is available to all users of the 1C company.

The counterparty verification service is needed to identify:

• errors in the data submitted to the tax office (reports with incorrect data on counterparties will not be accepted by the Federal Tax Service);
• "unscrupulous" contractors.

Definition of partner relationships

The application solution allows you to keep a record of all partners. You can enter contact information business partners and any other information about them.

The program allows you to register several types of relationships with partners:

• The relationship between partners is used to analyze the environment before making a deal with a partner; the presence of connections has an impact on the conclusion of a successful transaction with the client.

• The relationship between individuals is used to analyze familiar faces that can influence the course of a transaction.

Terms of work with clients

When working with clients, agreements are provided that are used to:

• determining the payment schedule;
• determining the payment procedure;
• determination of the tax regime;
• indication of the type of prices, terms of delivery of goods;
• clarification of information on prices for goods;
• indication of the size of the discount or markup under this agreement;
• wholesale and commission sales.

The reflection of the terms of sale in the agreement is necessary to automatically control their compliance with the sale of goods.

Compliance with the terms of sale is controlled when posting sales documents, which are drawn up with an indication of the relevant agreement.

Registration of conditions of sale may be accompanied by the execution of several types of agreements with customers:

• Model Agreement— used to register standard conditions of sale. These agreements can be applied to a certain circle of partners (dealers, suppliers, wholesale buyers, etc.)
• Individual agreements– are used to register individual conditions of work with clients. These agreements are formed taking into account the data of a standard agreement with clients.

When creating and approving agreements, the corresponding statuses are used.

Agreements with clients determine the need to use:

• contracts during the initial execution of documents;
• reusable containers - for keeping records of container operations.

Registration and processing of customer claims

By using software product you can register customer claims, as well as fix problem situations that arise when interacting with customers.

Claims handling includes the following:

• registration of the causes of conflict situations;
• fixing claims;
• registration and analysis of interactions;
• development of a plan to investigate the causes of conflict situations;
• handling claims;
• fixing the results;
• analysis of claims.

The process for dealing with complaints is shown in the diagram.

Making a claim involves filling in the following data:

• Name of the client making the claim;
• number of the unit or data of the employee responsible for the conflict;
• essence and reasons for the claim;
• the result of processing the claim (several statuses are provided for this value).

Claims can be registered not only from customers, but also from suppliers, competitors, dealers, etc.

To store Additional information about the claim, additional files can be used.

In the process of processing a claim, you can register all stages of interaction with the client and other persons.

For each recorded claim, it is possible to draw up a plan for investigating the causes of its occurrence. It can reflect the time and name of the activities that need to be carried out in the process of processing the claim.

Information about these activities is reflected in the form of tasks of the project plan.

The application also provides for the possibility of registering a claim by the client himself in self-service mode.

You can control the work with claims using the corresponding statuses.

To analyze claims, there are various analytical reports. Among them:

• Dynamics of registration of claims- with its help, you can analyze the number of registered, processed and open claims, mark the month with the largest number of claims, compare the dynamics of claims in the context of departments against which customers have claims.

• claims satisfaction statistics- helps in analyzing statistics on the percentage of satisfaction of claims, taking into account the reasons for their occurrence.

• Claim structure- reflects the divisions with the largest number of registered claims, as well as the reasons for their occurrence.

Analysis of the effectiveness of the manager's work with clients

The analysis of the effectiveness of the work of managers with clients is carried out using a special tool in the application solution - Comparative analysis of the performance of managers.

Its use allows obtaining data on various performance indicators of sales managers.

Using the settings, you can display certain indicators, the date of analysis, the period of analysis, as well as compare indicators with the same period last year.

my first CRM systems We launched back in 2010. The task was simple - to automate the work of the sales department and calculate the quantitative results. And of course, to increase the efficiency of the department.

We had Integrated Automation 1.1, and it was customary to do integration on its basis. After analyzing the situation, we realized that we can take part of the typical mechanisms system, but it will be more efficient to make improvements. As a result, we got the current solution, which will be discussed. In addition to improvements, we also used telephony integration, for which we purchased a SoftFon configuration from Rarus.

But now I will describe the functionality that has already taken root in many organizations. in some telephony, implemented, in some not. Somewhere they finalized the configuration, somewhere not. Everything is individual. The current functionality works on a typical configuration.

For ourselves, we decided that the most important thing for the work of employees is that everything is at hand, everything is clear and convenient. So we started by making a new desktop. What is important for the CRM system, we have completely retained the availability of the calendar and event reminders.

The desktop has everything necessary for the work of a sales employee:

• - CRM events calendar,
• -Total number of events and number of overdue events,
• -List of counterparties with which there are events for the day,
• -Information about the client: the date of the start of work with the client, the number of transactions, average check and total amount sales
• - Information about the contact persons of the counterparty: full name, phone, mail, region, current time (in Vladivostok and in Moscow, the time is different, otherwise it is important to know for sales staff),
• -List of events for the client: after selecting a counterparty, a filter is applied, and the manager sees the history only for a specific client, which helps to remember past agreements and conduct a dialogue correctly,
• - the Call button, when pressed, a phone call is made through the integrated telephony,
• - The list of events contains: date, subject of the event, type of event, contact person and content.

There are buttons on the CRM desktop form:

• -Requisites - a client card is displayed,
• -Events - displays a report on events with predefined selections and settings,
• -Price - a special form from which you can form and immediately send offer or invoice for payment to the client

Let's take a closer look at this form:

The form is a form of selection, implemented with maximum convenience for users. The hierarchy of the nomenclature is displayed on the left: we deliberately divided it into components and products. On the right, a list of products is displayed, with columns configured in a certain way. We display stock balances by key warehouses (or groups of warehouses), recommended selling price and minimum selling price. Thus, we allow the manager to independently determine his wages. There are two panels at the bottom of the form. The first with a selected nomenclature. The second is with the client's past transactions - this allows the manager to quickly receive information about past prices. Also on the form there is a photo of the product (bottom left).

After filling in the goods, the manager presses one single button SELL. Then it is formed email with an enclosed invoice for payment, with seals and signatures, with a theme, a cap and a signature. The manager has only 30 seconds to enter the information necessary for a particular client (or not to enter at all, because the letter is filled out according to the template with an appeal) and click the send button.

We had many curious cases related to the speed of sending a letter. For example, one client thought that a competitor had made him an offer during a conversation with our company's employees. He specifically did not say in the conversation that he had already sent an offer :)

Consider another tab of this form - Finance. We analyzed the work of the sales department employees and decided that it was most convenient to concentrate all information about the client in one place. Therefore, we displayed all invoices for payment, all sales of goods and services, as well as all receipts of money on this form.

Prompt receipt by an employee of the sales department in one CRM system will allow your employee to be as efficient and useful as possible in the workplace. And we will help you set up such a system.

Interested in the details and description of other tabs? Call or write to whatsapa/viber/telegram at the number: +79513380219, or order a call back and we will promptly call you back!

Comprehensive CRM automation simplifies the process of drawing up new deals and repeat sales, and it is not at all necessary to involve a professional programmer for this. The advantage of the complex is that it itself loads applications from the site, on the basis of which tasks for the manager are formulated, the project is launched into work, and SMS is sent. It is worth saying that in most cases, automatic binding to the client card is performed, and the manager receives the necessary initial data.

What tasks does a CRM system solve?

• Unified approach to interaction with customers, achieved by combining communication channels in a single data environment
• Achieve targeted lead conversion rates by increasing the effectiveness of marketing campaigns
• Increased sales performance for the manager and the company as a whole, and as a result, full control over the sales funnel
• Attract customers while reducing churn by increasing the productivity of the relevant staff
• Obtaining an objective picture of the work of company departments and real-time analytics

Customer information management

The basis of a high-quality CRM complex is a database that contains information about physical and legal entities. It's about about clients and any other contractors - departments and suppliers. Such a database is relevant and in demand, because with a competent organization of its management, you can fully use the potential of the company. A single database, together with the automation of the CRM system, provides efficient work with old and new clients.

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Sales planning and control

You can plan transactions in the CRM system in various sections, thanks to which the manager makes timely detailed plan work on the client, and the manager, based on the analysis data, can additionally stimulate the manager. It is worth saying that managers have individual requirements for such complexes - this is the prospect of monitoring the work of employees based on the sales funnel, evaluating the effectiveness of their work and analyzing the actions of competitors.

One of the main tasks of CRM systems is to help managers in planning sales, organizing management and optimizing their work. At the same time, the system stores all data regarding communication with counterparties, and this is a significant help in analyzing customer behavior and gaining their loyalty. Automation of the CRM system provides the ability to form cross-selling matrices and products by segments, which is convenient with an impressive range of products.

Marketing automation in CRM

One of the areas of work of the CRM complex is the function of managing the marketing direction of the company. Within the framework of such management, they make plans, conduct marketing events, organize the management of resources and funds allocated for marketing.

Employees of the marketing department have access to a single library of marketing materials, a toolkit for segmenting customers and automating mailings for target audience. At the same time, CRM provides tools for a full analysis. With the help of an automated CRM-complex, they manage marketing promotions, organize research, interview the target audience. The result of using automated CRM is an increase in the conversion of potential customers.

The use of an automated CRM-complex makes it possible to logically build the structure and catalog of goods and services of the enterprise. With the help of such a system, it is possible to control and keep records of prices and discounts, obtain analytical data on demand and select a sequence of actions to meet customer needs.

Installing an automated CRM module at the enterprise simplifies internal and external workflow through the use of proprietary template-based tools. Using CRM, company employees generate reports, prepare forms for printing, create their own electronic storage, etc. At the same time, it is possible to ensure collective work with documents by restricting access and creating electronic approval.

Analytics in enterprises is important for the full-fledged construction of a business strategy, identifying problem areas of a company, analyzing sales and further development. With the help of a CRM system, you can get detailed statistics of data that is obtained from employee reports, and you can correctly and conveniently visualize information.

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